Customer Experience (CX) Manager

at  Synchrony

Job Description:

QUALIFICATIONS:

• Bachelor’s degree. In lieu of degree 12 years of Customer Experience or Service Design experience
• 8+ years of experience in Customer Experience or Service Design
• Experience with Design and/or Service Design Thinking methodology
• Advanced experience with collaborative journey mapping and facilitating co-creation, participatory or co-design workshops whether in person or remote
• A successful background working directly with Marketing / Digital teams for the implementation of designs
• Advanced experience in researching, uncovering insights, identifying opportunities and collaboratively solutioning for the full range of the customer and service experience, end-to-end and surface-to-core
• Advanced experience balancing brand, marketing, customer, service and user experience with business needs and making trade-offs where appropriate

ELIGIBILITY REQUIREMENTS:

• You must be 18 years or older
• You must have a high school diploma or equivalent
• You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process
• You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.
• New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 18 months’ time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).
  Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

ROLE SUMMARY/PURPOSE:

The VP, Senior CX Designer is a key role in Synchrony’s way of working, responsible for driving end-to-end consumer experience transformation across products and services. They will work as part of a strategic and innovative team, with a mandate to accelerate deeper consumer engagement with the Synchrony brand leveraging new programs and capabilities.
The VP, Sr. CX Designer will collaborate on a wide-range of projects bringing their deep expertise in human-centered and service design thinking methods and practices to investigate and solution CX improvement opportunities.
They will work closely with other members of the CX strategy team and cross-functional departments to create holistic, omni-channel experiences destined for execution and launch. This role requires hands-on design strategy formulation and concept design experience.

ESSENTIAL RESPONSIBILITIES:

• Leverages customer experience and service design knowledge and expertise in collaboration with stakeholders to explore, prioritize, plan, and develop end-to-end human-centered design solutions
• Assess existing internal and external research insights and competitive intelligence
• Conducts root cause analysis to identify themes, trends, clusters
• Synthesizes data from multiple sources — research findings, analytics, customer feedback (Speech, VOC, Complaints, Journey Measurement, etc.), ideation, strategic directives — and turns this into a clear direction
• Independently or while guiding junior team members, plans, designs and conducts quantitative and qualitative research studies
• Visualizes complex systems (service blueprints, journey or eco-system maps, etc.) across multiple touchpoints and channels to identify and address pain points, gaps, and opportunities in the consumer experience
• Proven ability to collaborate, build consensus, mentor and coach other team members while simultaneously acting as a contributing member of a cross-functional team
• Monitors customer experience trends and best practices across industries to maintain an objective outside-in perspective and implement appropriate practices at Synchrony
• Participates in the identification and execution of internal cultural transformation activities that deepen CX acumen across the company
• Develops and maintains in-depth knowledge around consumer experiences in our ecosystem of channels and forms key relationships with associated stakeholders and leaders
• Communicates data-driven insights, opportunities and recommendations in a clear and compelling manner to gain stakeholder buy-in. Ability to make ideas understandable, make the future more concrete and the present more impactful
• Articulates and visualizes the value of innovative, inspired, and simple but effective design concepts to demonstrate how they support Synchrony CX design principles through storytelling
• Perform other duties and/or special projects as assigned